Call Center Technology Administrator

Velocity Clinical Research is an owned and integrated research site organization, providing excellence in patient care, high quality data and fully integrated research sites. At Velocity, we align our values and behaviors to give our employees the best chance of delivering on our brand promise: to bring innovative medical treatments to patients. We are committed to making clinical trials succeed by generating high quality data from as many patients as possible, as quickly as possible while providing exemplary patient care at every step.

As an employee of Velocity, you are the most integral part of our mission. For talented candidates who perform at a high level, Velocity will invest to support career advancement and reward performance. Whether you are new to clinical research or are an industry veteran, we invite you to apply to Velocity.

Benefits include medical, dental and vision insurance, paid time off and company holidays, 401(k) retirement plan with company-match, and an annual incentive program.

Environment: High‑Volume Inbound & Outbound Contact Center (PERC Center)
Primary Platform: Dialpad Contact Center

Job Summary:

The Call Center Technology Administrator is responsible for the design, administration, reliability, and optimization of enterprise call center technologya supporting high‑volume inbound and outbound operations. This role owns the Dialpad Contact Center platform end‑to‑end, including telephony configuration, outbound dialing strategies, CRM/CTMS integrations, compliance controls, and system uptime. The ideal candidate is highly technical, operationally focused, and experienced in regulated, performance‑driven contact center environments.

This role is platform‑centric rather than agent‑centric, focused on scalability, availability, compliance, and enterprise performance rather than day‑to‑day agent metrics.

Telephony Platform Ownership & Execution

• Ensure seamless execution of inbound (IB) and outbound (OB) telephony campaigns to maximize contact efficiency, reliability, and overall PERC Center performance.
• Own, build, and maintain Dialpad Contact Center configurations, including:
  • IVR call flows and intelligent call trees
  • Skills‑based routing, department queues, and main lines
  • Business hours, after‑hours coverage, and holiday schedules
  • Call recording, AI, and voice configurations
• Maintain high system availability and performance, proactively monitoring capacity and traffic patterns.

Dialpad System Administration (Inbound & Outbound)

• User & Access Management
  • Provision users, manage licenses, roles, and permissions.
  • Enforce role‑based access controls and conduct periodic access reviews.
• Call Routing & IVR
  • Design and optimize IVR flows and routing logic to support high‑volume traffic and operational efficiency.
• Department & Office Configuration
  • Configure offices, departments, business hours, and escalation paths.
• CRM / CTMS Integration
  • Administer and maintain integrations between Dialpad and CRM/CTMS platforms (e.g., Salesforce, Zendesk).
  • Ensure reliable call logging, dispositions, contact outcomes, and source tracking.
  • Maintain strong data hygiene and integration integrity.

Outbound Dialer Strategy & Compliance

• Configure and manage outbound dialing strategies (predictive, preview, progressive).
• Own list management processes, including uploads, segmentation, retry rules, and data scrubbing.
• Optimize dialer pacing, answer detection, concurrency limits, and abandonment controls.
• Ensure strict compliance with all telemarketing and data protection regulations, including:
  • TCPA, FDCPA, and Do Not Call (DNC) requirements
  • Recording consent and AI‑driven PII redaction
  • Campaign‑level compliance configurations and auditability

Enterprise Performance Monitoring & Reliability

• Monitor platform‑level and enterprise contact center health, including:
  • Queue performance and traffic patterns
  • System latency, call quality, and uptime
  • Dialer throughput, concurrency limits, and capacity utilization
• Develop and maintain enterprise operational dashboards and real‑time wallboards focused on:
  • SLA adherence and service availability
  • Abandonment trends and backlog risk
  • System performance and stability indicators
• Identify performance risks and recommend configuration or architectural improvements.

Incident Management & Vendor Escalation

• Serve as Tier 1 / Tier 2 technical owner for telephony‑related incidents.
• Coordinate incident response, troubleshooting, and recovery for:
  • Voice quality issues
  • Connectivity failures
  • Dialer or routing disruptions
• Manage vendor escalations with Dialpad and integration partners.
• Conduct root cause analysis (RCA) and document corrective and preventive actions (CAPA).
• Track incidents and trends to drive long‑term stability improvements.

Security, Privacy & Compliance

• Enforce security, privacy, and compliance configurations across all call center technologies.
• Ensure alignment with HIPAA, GDPR, and internal security policies.
• Maintain audit trails, access reviews, recording policies, and system documentation.
• Partner with compliance, legal, and IT teams during audits and reviews.

Platform Enablement & AI Capabilities

• Configure and maintain Dialpad AI features, including:
  • AI Playbooks
  • Live Coach Cards
  • Call summaries and transcription settings
• Provide platform training and technical guidance to supervisors and agents on Dialpad usage and best practices.
• Document standard operating procedures and troubleshooting guides.

Required Skills & Qualifications

• 3+ years of experience as a Call Center Technology Administrator, Dialer Administrator, or Contact Center Systems Administrator.
• Strong expertise with Dialpad Contact Center (Support/Sell) or comparable cloud contact center platforms.
• Deep understanding of inbound/outbound call routing, IVR design, and dialer logic.
• Hands‑on experience with TCPA, DNC management, and outbound compliance controls.
• Proven ability to troubleshoot VoIP, call quality, and platform performance issues in high‑volume environments.
• Strong analytical and problem‑solving skills.

Preferred Qualifications

• Experience integrating contact center platforms with CRM/CTMS systems (Salesforce, Zendesk, HubSpot).
• Background in cloud‑based contact center architectures.
• Knowledge of SIP, VoIP networking, WebRTC, and telephony infrastructure.
• Experience supporting regulated healthcare, research, or financial services environments.

NOTE: The above Job Description is intended to communicate the general function of the mentioned position and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required.  Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change.  All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.